St. Philip’s was started by the
Episcopal Church as a cooking
and sewing school for young girls
of recently emancipated slaves.
The school was led by Artemisia
Bowden, the daughter of a
former slave.
“It takes faith, hope and persistence to
make a dream a reality.”
“Learn to do something and do that
something well.”
“I think the best of people. They appeal to
me ….. on the basis of their personal
worth, and not from the aspect of race,
color or creed. Among my most valued
friendships I count people of all races and
creeds.”
Artemisia Bowden
“Savior of St. Philip’s”
”Stand up. You have so much to live for.”
In her 52 years of leadership, Ms.
Bowden developed
St. Philip’s into a fully
accredited, integrated and
comprehensive community
college serving the intellectual
and workforce needs of
San Antonio.
St. Philip’s is the only institution in the United
States with dual federal designations of
Historically Black and Hispanic Serving.
Through the Great Depression, the Civil
Rights movement and Brown versus the Board
of Education, St. Philip’s survived and
continues to thrive.
The College has held true to its legacy of
faith, hope and persistence as it makes its
dream, its vision of excellence, a reality.
Good to Great
Creating a Pathway to Excellence
GOOD TO GREAT began in May of 2007 with the first annual G2G retreat
Participants include department chair faculty, professional
staff and administrators as well as representatives of student
government, staff council, faculty senate and the community.
May 2013 Objectives
• Celebrate Accomplishments for 2012-2013
• Cycle of Learning - Update Mission/Vision/Values, Context
Map, SWOT Analysis, College Action Plans and Scorecard
• 2013 – 2014 Strategic Action Plans – Begin development
based upon Cycle of Learning findings
Performance Excellence Journey
Key Accomplishments since 2007
*Reaffirmation of Mission, Vision, Values,
“A Point of Pride
in the Community”
*Annually updated Strategic Plan
*The President’s Academy
*Reinstitution of Operational Unit Plans
*Annual Unit Plan Report Outs
*Resource Allocation Process
*Call to Conversation
*Planning, Budget and Assessment Cycle
*Annual Institutional Context Mapping
*Annual Institutional Level SWOT analysis
*Quarterly College Scorecard
*Ongoing integration of Baldrige framework
Context Map Feedback
SWOT Analysis Feedback
1
Identify division activities and responsibilities in
College Strategic Action Plans. Share with
departments.
2
Identify department activities and responsibilities
in College Strategic Action Plans. Department
activities should correspond to identified Division
activities and responsibilities.
3
Incorporate identified College Strategic Action plan
activities into division and department Operational
Unit Plans
Category 3 Customer & Stakeholder Focus
3.1 Voice of the customer: How do you obtain information from your
customer/student/patient and stakeholders?
a. Customer/student/patient and stakeholder listening
(1) Current
(2) Potential
b. Determination of customer/student/patient and stakeholder satisfaction and engagement
(1) Satisfaction and engagement
(2) Satisfaction relative to competitors
(3) Dissatisfaction
Category 3 Customer & Stakeholder Focus
3.2 Customer engagement: How do you engage customers/students/patients and
stakeholders to serve their needs and build relationships?
a. SERVICE/PROGRAM offerings and customer/student/patient and stakeholder support
(1) SERVICE/PROGRAM offerings
(2) Customer/student/patient and stakeholder support
(3) Customer/student/patient and stakeholder segmentation
(4) Customer/student/patient and stakeholder data use
b. Building customer/student/patient and stakeholder relationships
(1) Relationship management
(2) Complaint management
Category/Item
Number: 3.1
Category Authors: Dr. Paul Machen
& Beautrice Butler
Baldrige Criteria Question(s): Describe how your organization listens to
students and stakeholders and gains satisfaction and dissatisfaction information.
Key Theme (if any) being addressed
We listen, launch, and learn from students,
stakeholders, and competitors
Key Points (Approach)
Listen
Students
Launch
Events
Reporting
Business/
Community
Institution
Programs
Surveys
Grievance
programs
Learn
Survey
Administration
Action
Students-Stakeholders-Competitors
Key Points (Deployment):
1.
2.
3.
4.
5.
Good to Great (G2G), Advisory Committees, President’s Gala
All College Meeting, Call to Conversation, New Employee Orientation, CL
Team
Community College Survey of Student Engagement, Noel Levitz, Personal
Assessment of the College Environment, Student Evaluation of Instruction
Student Engagement & Presidential Scholars, Student Government
Association , Psi Theta Kappa, Student Services Fee Advisory Committee,
New Student Orientation
Grievance processes listed in student handbook and on college website
Writing forward items (if any):
•
•
•
Establish student forum schedule
Develop Customer Improvement program
Develop survey and after action report for all programs
1.
Business/Community connections – SPC conducts ongoing strategic
planning sessions, hosts and attends many community events, and has
several industry partners
2.
Institutional connections – SPC conducts college wide meetings and
large group forums
3.
Surveys – SPC administers various customer (student,
employee, stakeholder) surveys
4.
Student connections – SPC has several active student organizations
and other engagement programs
5.
Academic & Non Academic Grievance programs – SPC has
established processes to assist in the resolution of student issues
Key Points (Learning):
1.
2.
3.
4.
5.
Key Points (Integration):
Survey data and information
disseminated during marketing
campaigns, G2G, Call to
Conversation, Unit Planning,
Advisory Committee, Cabinet,
Leadership, Division, and
departmental meetings
•
G2G, Unit Plan report outs
Cabinet, division, department meetings
Instructional labs, Fresh X, THEA Prep
Established SW Campus Student
Center, CultureFest & Textbook loan
program improvements
Grievance report complete, reviewed
by Pres, VP, Deans as applicable
Key metric linkage (if any):
• CCSSE, Noel Levitz, PACE, CultureFest Survey,
Student Evaluation of Instruction, Who's Next data
Category/Item
Number: 3.2
Category Author: Dr. Paul Machen &
Beautrice Butler
Key Theme (if any) being addressed
Baldrige Criteria Question(s): Describe how your organization determines educational We listen, launch, and learn from students,
programs and services and communication mechanisms to support students and stakeholders.stakeholders,
Describe how your organization builds student and stakeholder relationships.
and competitors
Key Points (Approach)
Listen
Launch
Learn
Regulatory
agencies
Events
College
Initiatives
1.
Regulatory agencies – SPC maintains compliance with several federal, state,
and local regulatory entities
2.
College initiatives – SPC involved in several national, regional, and local
education transformational initiatives
3.
Business/Community connections – SPC conducts ongoing strategic planning
sessions, hosts and attends many community events, and has several industry
partners
4.
Student Forums - SPC has several active student organizations and other
engagement programs
5.
Technology, print & social media – SPC maintains various electronic and
print media
6.
Surveys – SPC administers various customer (student, employee,
stakeholder) surveys
Reporting
Business/
Community
Student
Forums
Media
Surveys
Programs
Action
Survey
Administration
Students-Stakeholders-Competitors
Key Points (Deployment)
Key Points (Learning)
Key Points (Integration)
1.
2.
1.
•
3.
4.
5.
6.
Department of Education, SACS Accreditation, THECB, Board of Nursing
G2G, Foundations of Excellence, Completion by Design, Achieving the Dream, Title III, SA
P-20
WINTO & STEM conferences, Golf Tournament, CultureFest, Presidential Gala,
Student Government Association, Phi Theta Kappa , other student organizations
College website, Facebook, Newsletters, All Access Pass, Student Handbooks
Community College Survey of Student Engagement, Personal Assessment of the College
Environment, Noel Levitz)
Writing forward items (if any):
•
•
•
Establish student forum schedule
Develop Customer Improvement program
Develop survey and after action report for all programs
2.
3.
4.
5.
6.
Academic Affairs & Curriculum
Committee
G2G, Unit Plan report outs
After Action reports, surveys
Leadership team, SGA & PTK
Annual website, handbook reviews
Cabinet, division, department mtgs
Survey data and information
disseminated during marketing
campaigns, G2G, Call to
Conversation, Unit Planning,
Advisory Committee, Cabinet,
Leadership, Division, and
departmental meetings
Key metric linkage (if any):
• CCSSE, Noel Levitz, PACE, Student Evaluation of Instruction
SACS documentation, Who's Next data
Key Student Groups
Segments and Groups
Listening Methods
Actionable Information
Veterans
•
•
Military partner meetings and dialogs
Support Groups
•
•
Course offerings at military bases
Establishment of Veteran Student Organization
High school graduates
•
Recruiting visits to high schools, Campus
tours
College Connection & College
Mentorship programs
SPC Night-- WNBA Silver Stars games
Tour Evaluation Cards
Annual Conference
Advisory Committee
Meetings with local ISDs
Counselor’s Breakfast
•
•
•
Answer variety of college admission questions
Feedback on Admission & Financial Aid procedures
Student contact data
•
Established WINTO Student Organization
•
•
Course offerings
Schedules
Outreach, activities and workshops
Student Engagement Grant
Annual Conference
Mandatory assessment
New Student Orientation survey
Required Individual Success plan
First Year Experience programs
Foundations of Excellence self study
•
Established AAMI Student Organization Data
management
•
Pretest assistance: Academic Prep, Bootcamp, Fresh X
Summer Bridge, PASS
Advisor visits to DE classes
Mandatory assessment
New Student Orientation survey
Required Individual Success plan
First Year Experience programs
Foundations of Excellence self study
•
•
•
•
Women in Non-trad Occup
•
•
Dual Credit
•
•
•
Key Student Groups African American Males (AAMI) •
•
•
College Preparation (Prep)
•
•
•
•
•
First Time in College (FTIC)
•
•
•
•
•
•
•
•
FTIC hold in Banner Student System for mandatory
advising
Loan program information
Early Alert program data
Key Stakeholder Groups
Segments and Groups
Listening Methods
Bexar County and Local
Community

Actionable Information
SL participation community

organizations
Community leader GTG participation 
Host community events
President’s Gala
Advisory Committees
Administration attend multiple
networking events
Student Internship Evaluation




SL participation community

organizations
Community leader GTG participation 
Host community events
President’s Gala
Advisory Committee
Administration attend multiple
network events
Student Internship Evaluation
Alumni




U.S. mail
Email
Facebook
Host community events



New program recommendations
Id new student markets
Donor relations
Industry Clusters
Health, Aerospace,
Manufacture, Energy
Finance, IT Business
Hospitality & Culinary



Advisory committees
Contract negotiations
Client visits


New program development
Career information




Surrounding Counties and
Communities
Key Stakeholder
Groups

Process Improvement-Part 1
7.2 Customer-Focused Outcomes: What are your student- and stakeholder-focused performance results?
Summarize your organization’s KEY student- and STAKEHOLDER-focused RESULTS for student and
STAKEHOLDER satisfaction, dissatisfaction, and ENGAGEMENT. SEGMENT your RESULTS by EDUCATIONAL
PROGRAM AND SERVICE features and by student, STAKEHOLDER, and market SEGMENTS, as
appropriate. Include appropriate comparative data.
STRENGTHS
OFIS
COMMENTS
Utilize student engagement Establish process to
a.
Student- and
Need to visit or
and satisfaction for key
STAKEHOLDERacquire segmented
schools and key
campus
services
and
Focused RESULTS
engagement and
industry groups on
offerings
satisfaction data and show regular basis—
results for all key S/S
document this action,
groups
decision, and data
Establish process to
gathered from these
show complaint/process
visits
improvement results for all Present graphically
when possible
key S/S groups & work
Some of this data may
processes
be included in the
Identify goals and
College Scorecard
targets, and show results of
comparative and
competitor data
Process Improvement-Part 2
ITEM PRIORITY LEVEL 1 - IMMEDIATE
#
ATTENTION
OFI
LEAD
TEAM
CAT -LEAD
MEMBERS DUE DATE STATUS UPDATES
John Orona
Jessica
Establish online complaint
Cooper
management process. Establish
Karlene
3 - PM/BB
Staff Co. Rep 04/30/13
process to review and integrate
Fenton
TBD
results into associated programs
Student Rep
TBD
6
Implementation of Emergency
Preparedness Strategies. Need
Existing
Lacy
to develop and document a
5 - PB/SCB
Emergency
Hampt
04/30/13
formalize/executable emergency 6 - LH/AH
Preparedness
on
preparedness plan for both
Team
18, 21 campuses.
OFI: Establish online complaint management process. Establish process to review and integrate
results into associated programs. - Dr. Karene Fenton
APPROACH: Use Maxient System - create a team to build Maxient Protocol (rules) for sustainability
Description
Objectives
Measures
Maxient offers a single
Provide centralized
1. Efficiency
Implementation
of reporting
Emergency
system to provide
and recordkeeping
Preparedness
details on all aspects of
2. Comprehensive
a student’s conduct and Recover student and
Responsiveness
behavior at the
stakeholder confidence
institution
3. Conflict Management
Enhance student and
stakeholder satisfaction and 4. Quantitative Data
engagement
5. Qualitative Data
Final Advice
Establish an organization
wide systematized
process—G2G
Ensure broad-based
involvement from all
organization levels,
community members, etc.
Senior leadership
commitment critical to
ensure full integration
DO NOT FORGET TO
CELEBRATE ALONG
THE WAY !!
Thank you for your attention!
Any questions?
Please visit our website for more information:
www.alamo.edu/spc/presentation/